Resolving Touchscreen Letterboxing Issue

Occasionally, customers displaying their Touch site via an LG touchscreen and an Elo Backpack may encounter an issue known as letterboxing. Letterboxing is where one's Touch site fails to properly take up the entire screen, and instead is shown in the middle of the screen with black borders around it. This typically occurs when the touchscreen and backpack startup at the exact same time, such as after a power cycle, and is due to a resolution dispute between the Elo backpack and LG touchscreen. Luckily, it's typically resolved with a simple change of cords!

If you come across any questions throughout this process, or would prefer to complete the below steps via Zoom with a Gipper rep, please just reach out to us at support@gogipper.com or respond in your existing thread!

Table of Contents

• Reviewing Your Cord Setup 
• Adjusting Screen Settings
• Sharing a Photo of your Touchscreen Setup

Reviewing Your Cord Setup

In most instances, users typically encounter the letterboxing issue when the Elo Backpack is plugged into the LG Touchscreen via an HDMI cable and a Touch cable (USB A to B). Please confirm that this is the case with your setup. 

If your Elo Backpack is plugged into the touchscreen via an HDMI cable and a Touch cable, please:

1. Remove the HDMI and Touch cable from the Elo Backpack and touchscreen
2. Obtain a USB-C cable
   • Note: a USB-C cable may have come with your hardware bundle. If you cannot track it down, check in with your IT/Tech team as it's a commonly used cord.
3. Plug the USB-C Cable into the USB-C (lightning) port on the Elo Backpack and on the back side of the LG touchscreen

Once you've completed the above cable switch, you'll need to adjust a few LG settings to ensure the screen powers on correctly after a power cycle. See the section below for steps.

Important Note:

• While reviewing your cord setup, if you determine that the Elo Backpack is already plugged into the LG touchscreen via a USB-C cable, please alert the Gipper rep that you're working with!

Adjust Screen Settings

After swapping out your cables, you'll need to confirm all LG screen settings have been properly toggled, including a very important Force startup source option. To adjust your screen settings:

1. Open the LG menu with the touchscreen remote by pressing the Input button followed by 1, 3, 7, 9  in quick succession (it will be a dark menu on the left side of the screen)
   • Note: this may take a few tries, and is typically most successful if you point the remote at the lower right corner of the touchscreen
2. Confirm what menu you're looking at 
   • If it says Factory Menu in the upper left corner:
     1. Click the blue Factory Mode button in the top right corner of the menu
     2. This will prompt you to enter a password - enter 857340
     3. Switch to Common Mode
     4. Follow the directions in Step 3
   • If it says Debug Menu in the upper left corner, follow the directions in step 3
3. Confirm all settings below have been toggled to their appropriate value, and make certain Force startup source has been changed to TYPE C_1

On the left-hand side, select App Setting. Update the settings to match below:

Return to the previous page by clicking the back option and select Machine Setting. Update the settings to match below:

Return to the previous page by clicking the back option and then select System Settings. Update the settings to match below:

Sharing a Photo of your Touchscreen Setup

After all directions have been followed, if you haven't already, please send a photo of your setup to support@gogipper.com for the Gipper team to review (if you already have an existing email thread with a Gipper Customer Success rep you can also send the photo there).

• Note: please still send a photo even if you're waiting on other features (wall wraps, shelves, graphics, etc.) in the surrounding area to be completed. We certainly want to see the final product when it's ready, but at this stage we primarily want to confirm the site has deployed correctly!

Examples:

Thank you for reading! If you have any questions, please contact our team by emailing support@gogipper.com or calling (929) 207-8459.